FAQ’s

Most frequently asked questions

Shopping Basics

We guarantee that every item we sell is 100% authentic. However, we cannot comment on, or guarantee, the authenticity of any products bought from other websites.

  1. 100% alpaca always feels cool to the touch. Fold your garment and stick your hand inside. It should feel cool.

  2. 100% alpaca clothing won’t have pills, which are small balls of fibers that form on the surface of the cloth.

  3. 100% alpaca is a very soft material that will not itch or irritate the skin.

No! These animals will be shorn (the process of clipping their wool) approximately once a year, usually in the spring, and this process is completely harmless. We do not work with any animals that are harmed in any way for their fur.

We use 100% of the profits from customers who purchase $300 or more with us or for those who buy our $5 key chains. These profits are used to benefit artisans in the Andean region of South America, who help us create our garments.

Items on our website are usually in stock. Even if an item is in stock, please be aware that another customer could buy an item you want before you complete the order, even if the item is in your shopping bag.

If your preferred combination of color and size is unavailable, you will be offered a Merchandise Request Form. You can use this brief form to let our Customer Service team know what you need. They will then contact you directly with more details.

We offer a sizing chart on each product page to show various international conversions.

Service coming soon!

No. We are sorry, but we cannot combine orders, or add items to an order once it has been submitted

We do not offer alterations at the moment. We recommend you use a local tailor or you can contact us for help finding a tailor near you.

Product Care

To preserve the quality of your hat there are a few essential care and maintenance tips we suggest you follow:

  • In dry climates, the material may become dry and/or stiff.

  • Humidify your hat with either a streamer (at a distance), or place your hat inside the bathroom while you shower to gently steam it. This will make the material more flexible.

  • In humid climates, store your hat in a dry place to avoid mold.

  • When taking your hat on or off, grasp the brim. Avoid pinching the sides of the top of the hat. This will help it retain its shape.

  • Avoid exposing your hat to direct heat.

  • Panama hats are not waterproof. If your hat comes in contact with water, dry it immediately with a clean cloth and then allow it to air dry. Do not use a hair dryer.

  • To remove stains, gently dab with a moist cloth. You can also use a gentle such as children’s hand soap.

To give shape to the brim of your hat, you can iron it. On low heat, place a clean, white, damp sheet between the brim and the iron’s surface.

To preserve the quality of your scarf, we suggest only working with reputable dry cleaners to clean it or hand-washing your garment. Hand-washing is the gentlest method of cleaning an alpaca garment, and will add years to the life of your alpaca clothing.

  • Gently wash in warm water with a mild soap (mild shampoo or detergent will do) and thoroughly rinse in water of the same temperature. Special care must be taken as wet alpaca fabric can weaken and stretch out of shape. Never wring or twist. Gently press excess water from garment.
  • While supporting the weight of the wet garment, lay it on a dry towel. Ease the garment back into shape and roll it up in the towel. Press to remove excess water and repeat this step with a second, dry towel.
  • On a flat surface, lay the scarf on a fresh, dry towel, until thoroughly air dried. Ideally, leave it to dry in an area with good air flow or a fan.
  • Once your scarf is dry, you should fold it carefully, avoiding any strong creases. Never hang an alpaca scarf as it will stretch the garment out of shape. Lay flat in a drawer or on a closet shelf.

To preserve the quality of your poncho, we suggest only working with reputable dry cleaners to clean it or hand-washing it.

  • Gently wash in warm water with a mild soap (mild shampoo or detergent will do) and thoroughly rinse in water of the same temperature. Special care must be taken as wet alpaca fabric can weaken and stretch out of shape. Never wring or twist. Gently press excess water from garment.

  • While supporting the weight of the wet garment, lay it on a dry towel. Ease the garment back into shape and roll it up in the towel. Press to remove excess water and repeat this step with a second, dry towel.

  • On a flat surface, lay the poncho on a fresh, dry towel, until thoroughly air dried. Ideally, leave it to dry in an area with good air flow or a fan.

  • Once your poncho is dry, you should fold it carefully, avoiding any strong creases (especially in the center). Never hang an alpaca poncho as it will stretch the poncho out of shape. Lay flat in a drawer or on a closet shelf.

  • Gently wash in warm water with a mild soap (mild shampoo or detergent will do) and thoroughly rinse in water of the same temperature. Special care must be taken as wet alpaca fabric can weaken and stretch out of shape. Never wring or twist. Gently press excess water from garment.

  • While supporting the weight of the wet garment, lay it on a dry towel. Ease the garment back into shape and roll it up in the towel. Press to remove excess water and repeat this step with a second, dry towel.

  • On a flat surface, lay the sweater on a fresh, dry towel, until thoroughly air dried. Ideally, leave it to dry in an area with good air flow or a fan.

  • Once your sweater is dry, you should fold it carefully, avoiding any strong creases (especially in the center). Never hang an alpaca sweater as it will stretch the sweater out of shape. Lay flat in a drawer or on a closet shelf.

Payments

Yes! Every page is protected by SSL to protect credit card information. Checkout pages are also Level 1 PCI compliant and use 128 bit SSL encryption. All  page are always secure, even if your site is using the Insecure SSL setting. We take security very seriously. We do not display or share your information with anyone at any point in time.

Returns + Exchanges

Our policy applies only to goods purchased on our website. We cannot accept returns or exchanges of goods purchased on other websites, in physical stores, or goods from countries where we do not ship merchandise directly. You can contact us directly by clicking on the customer live chat button on the lower right hand corner of the screen or by sending us an email and we will reply within 24 hours. You may also email us at returnexchange@surihuacaya.com. You will be given instructions in how to return or exchange an item.

Customers can return any item within 30 days of purchase for full refund.

Items received as gifts can be returned or exchanged as described in the applicable Terms of Sale. For questions regarding our process, please contact our Customer Service team, retrunexchange@surihuacaya.com, or click on the icon on the bottom right corner of the screen.

Contact

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